Capability Statement

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Contract Maintenance Services

At Encore, we are experienced in creating the perfect IT solution for each of our clients. This means knowing our clients’ needs as well as the nuances of their organization. That’s why we offer a wide range of Contract Maintenance services to meet the varied needs of our clients worldwide.

Scope of Services

Encore offers full Contract Maintenance support for both in-warranty and out-of-warranty multivendor equipment. Services include remedial maintenance, replacement parts, and technical engineering support. We have 13,000 technicians in the field and more than 200 team members at our corporate facility in Louisiana.

Encore’s standard support covers the cost of all parts (with the exception of consumables and out of scope items), labor, travel and shipping associated with such failure. Examples of some of these items, but not limited to are logic boards, control panels, assemblies, etc. In addition, additional packages are available to include consumable items based on the need of the customer.

In order for Encore to provide a quote on Contract Maintenance services, we will need to know the make, model, of the units as well as the SLA coverage that you would like on the units.

If part is diagnosed, it is shipped for Next Business Day Arrival, and a technician is dispatched to meet that part after it arrives. No technician will be dispatched same day if the part has already been diagnosed.

If part is not diagnosed, a technician will be assigned for arrival within 4 hours of call opening. When the technician arrives onsite, he will troubleshoot failure to part diagnosis, and order it for the following business day.

If part is diagnosed, it is shipped for Next Business Day Arrival, and a technician is dispatched to meet that part after it arrives. No technician will be dispatched same day if the part has already been diagnosed.

If part is not diagnosed, a technician will be assigned for arrival within 4 hours of call opening. When the technician arrives onsite, he will troubleshoot failure to part diagnosis, and order it for the following business day.

Calls come into our operational command center where Service Desk and Help Desk team members begin the resolution process. From addressing minor concerns to dispatching a technician, the Encore team’s priority is to minimize a client’s down time. Help Desk services are available Monday through Friday 8:00 a.m. to 5:00 p.m. central time.

Most clients place a high value on Encore’s preventative maintenance services. Flexible maintenance packages are available based on client needs. From general system support to retail systems to in-home systems, Encore offers the long-term maintenance needed to keep technology secure and working effectively.

Repairing hardware at the corporate facility is cost-effective for clients and saves the expense of an on-site technician and unnecessary down time waiting for parts. We have an inventory of parts for both in-warranty and out-of-warranty technology.

When a client’s technology is shipped to our Louisiana office, clients have the option of participating in our advanced exchange service. A model similar to the client’s model is sent to the clientto replace the broken model. The broken model is then repaired, and Encore warehouses it for future needs.